Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Sri Sumari
GM Health Care Service
58
MEMBER
Heriadhi Waskitho
Quality Auditor
22
EXECUTIVE MEMBER
Diana Syahriyanti
Contact Center Departement Head
111
MEMBER
Luzviminda Alabata
Call Center Supervisor
0
MEMBER
Nikola Cocovic
Head of Partnerships
74

Article : Four Keys to Creating a World Class Contact Center

#contactcenterworld, @HighPointGlobal

Author John Loughlin, Director of Business Insights, HighPoint Global describes best practices for contact centers: including setting staffing plans and employee goals, establishing an omnichannel approach and using dashboards and analytics.

Here’s a scenario we’re probably all familiar with: you place a call into a customer service line, and the automated system puts you on hold. You wait. And wait. And wait. Meanwhile, the news that’s being played in the background has changed four or five times until it’s not even news anymore. And yet…you continue to wait.

We’ve all been there, haven’t we? And those of us who work in contact center management probably think the same thing. This place must be understaffed. It’s not equipped to handle call volumes. They don’t have the right tools in place. Maybe the employees just aren’t motivated enough.

We certainly don’t think that the place we’re calling is managed well or running at maximum productivity. Instead, we’re more likely to focus on the mistakes that must have been made. Perhaps the call center manager didn’t spend enough time calculating the right number of people to staff the center. Maybe they set task-oriented goals that do not resonate with the staff, or have yet to adopt an omnichannel approach that gives those employees a complete view of each customer’s journey – or don’t have the right data to even provide that view.

These are the telltale signs of a contact center that needs to be turned around, pronto. Fortunately, it's never too late to make changes for the better. Managers who have made mistakes in the past may consider some of the following ideas to get back on track and create a well-optimized, highly productive, and customer-focused contact center.

Create an accurate staffing plan and employ a workforce management (WFM) tool
Being prepared to handle service volume is a task that needs daily attention in real time and hiring staff for the center is only one part of a much larger task. A WFM tool assists managers in the greater tasks associated with staffing, including HR management, agent performance and training, and data management. Without a WFM tool, managers have to complete these tasks manually, which is neither an efficient nor an effective use of their time.

Set appropriate goals for employees
The best employee goals are clear and attainable and are focused on employee engagement — not on meeting metrics set by managers. When employees are motivated by the right goals and are given appropriate feedback, they are inclined to attain their goals and their performance will improve.

Employee engagement and job satisfaction are critical to building an organization that continually improves and values every employee. Goals — the right types of goals — are critical to production management and, when done correctly, can cultivate the desire to succeed and succeed often.

Embrace an omnichannel approach to providing customer service
Instead of interacting with customers via single touchpoints in isolation, an omnichannel philosophy sees customer interactions as parts of a holistic journey. Contact center employees interact with customers on multiple platforms and have the ability to proactively use the information they gather to engineer great outcomes for customers.

Customers experience an omnichannel environment when they feel that the company they contact is composed of team members that are all on the same page with the same goal. The team provides service as if they know what customers are thinking, often offering guidance before questions are even asked.

Use dashboards and data analytic tools to gain insight into operations
For true transparency and accessibility in day-to-day operations, integrated systems, or dashboards, give employees and managers the ability to track customer journeys across time and channels. Dashboards also help contact centers gain valuable insight into the points along the journey, so that they can deliver more personalized results and offer solutions before customers even know they need them.

Similarly, data analytic tools to help managers keep track of the bigger production picture, such as real production vs. forecasted production, service level agreement delivery, and so forth. These same tools also give managers and employees the ability to drill into the data for insight, such as whether specific teams have met production goals or if employees have met their individual goals for the day. Reports and analytic tools allow for easy access, in real time, making production management transparent and actionable.

Don’t let your contact center be the one that keeps customers waiting. Use an omnichannel philosophy, help employees set appropriate and achievable goals, and employ WFM tools and dashboards to create a well-oiled machine that puts a value on staff and places great customer service front and (contact) center.

#contactcenterworld, @HighPointGlobal


About John Loughlin:
John Loughlin is an accomplished Business Insights thought leader at HighPoint Global. John brings 25 years of proven experience in financial services operations, audit, risk management, quality assurance and customer experience. As the Director of Business Insights, John oversees the Quality Analysis team to design, measure, analyze and improve training initiatives that drive change to the quality and content of training programs.

About HighPoint Global:
Company LogoAs the citizen experience companyTM, HighPoint Global helps government agencies elevate the citizen experienceTM. With training, content development, contact center optimization, IT and quality assurance services, we help the government more effectively communicate with citizens. HighPoint is a privately held company founded in 2006 and headquartered in Indianapolis with offices in Baltimore, Maryland and Reston, Virginia. HighPoint has been recognized by Inc. Magazine Top 500 Fastest Growing Private Companies in America, Forbes Most Promising Companies, and The Washington Technology Magazine.
Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Where The System Breaks Down

Read today's tip or listen to it on podcast.

More Editorial From HighPoint Global

Published: Monday, April 24, 2017

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

PROGRAMMING COMING SOON!

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 6007 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =